LEAD MEDICAL SUPPORT ASSISTANT

The Lead Medical Support Assistant (MSA) is a member of the Health Administration Service at the Durham Healthcare System, based at the Greenville VA Healthcare Center in Greenville, NC. This position reports to the Medical Administration Specialist for Health Administration Services. The Lead MSA is responsible for overseeing workflows and work assignments, analyzing call center data, administrative/scheduling support, and offering both training and resources to support the Call Center Team.

Lead Medical Support Assistant: The Lead MSA monitor(s) and makes work assignments for lower graded positions, provides input on performance, resolve daily workplace issues and maintains efficient workflow within the Call Center. Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, ensuring accurate and timely scheduling of new patient appointments, providing guidance to lower graded staff to include changes in policy and procedures, creating and maintaining employee work schedules; distributing and balancing workload, orientating and providing on the job training for new and current employees, ensuring training requirements are met, organizing the work structure of his or her area, and active as a liaison between staff and Supervisory MSA in order to resolve any day to day conflicts. The incumbent will be assigned work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA. The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (Community Base Clinics) providing effective internal and external customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for a variety of outpatient clinics. The incumbent must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations and VA acronyms and their meaning. The Lead MSA must be able to set priorities and make day-to-day adjustments in accordance with established priorities obtaining assistance from the supervisor on problems that may arise. Incumbent must use each interaction with the patient to validate and update patient demographic information, over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. As front-line contact with patients and other staff, the incumbent(s) sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact is required when dealing with veterans. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Preferred Experience: Training experience and support to staff. Work Schedule: 8a-4:30p Monday-Friday Telework: Not Available Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.